Head - Customer Success | Delhi

Role Summary: We are seeking a proactive and design-thinking Head of Customer Success with a Master's in Design (M.Des) and 2-4 years of experience to lead our customer success initiatives within the manufacturing and production sector. You will be instrumental in shaping the customer journey, ensuring high levels of customer satisfaction, and fostering long-term relationships. Your design background will bring a unique, user-centric perspective to understanding and addressing customer needs, improving product adoption, and driving value realization.

Key Responsibilities:

Develop and implement customer success strategies tailored to the manufacturing and production industry.

Leverage your M.Des expertise to deeply understand customer pain points and translate them into actionable product and service improvements.

Onboard new clients, ensuring a smooth transition and successful adoption of our manufacturing solutions.

Proactively engage with customers to identify upsell and cross-sell opportunities, contributing to revenue growth.

Monitor customer health and satisfaction metrics, implementing interventions to mitigate churn and enhance retention.

Collaborate with product, sales, and engineering teams to advocate for customer needs and drive product roadmap enhancements.

Create and manage customer success playbooks, best practices, and knowledge bases.

Conduct user research and design thinking workshops to gain deeper customer insights.